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If

This block allows branching of a scenario based on verification of some specified conditions. Multiple conditional exits (branches) can be configured in the same block. A branch can include one or more logical expressions (conditions), where each condition verifies one the following:

  • Dialed number
  • Caller’s number
  • Current time
  • Current date
  • Day
  • Scenario variable (string)
  • Scenario variable (number)
  • Scenario variable (HOP)
  • Estimated waiting time
  • Current date and time


Use the Add branch button to add a branch corresponding to the desired conditional exit. Provide a label that will identify the corresponding conditional exit in the flowchart.

Click the add condition link to define a logical expression for verification of one of the above parameters.

Multiple conditions in a brunch can be joined by either the AND (default) or OR operator.

  • AND is used if all specified conditions in a branch must be met in order for the scenario to take the given branch exit.
  • OR is used when it is sufficient for one of the specified conditions to be met in order for the scenario to take the given branch exit.

If necessary, add more branches as described above. (Note that there is a limit of 20 branches per If block.)

The branches are tried in the order in which they are defined in the block. If none of the branches leads to a positive verification, the block that directly follows the given If block in the flowchart is executed.


Below are some examples of typical uses of the If block:

  • The Current date and time condition is normally used to check the interaction arrival time against the hours of operation (HOP) of the associated scenario entry, as illustrated in the Scenario Example.
  • The Scenario variable (HOP) condition can be used to check the interaction arrival time against any other HOP defined as a scenario entry parameter.
  • The Estimated Waiting Time condition can be used to determine further processing of the interaction based on the time that the given interaction is likely to wait in the service queue before it can be delivered to an agent. (Note, however, that the estimated waiting time condition related to the Virtual Queue function is defined in the Find Agent block.)
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